Specialist, Guest Relations

Based in Pasadena, California, Dine Brands Global, Inc. (NYSE: DIN), through its subsidiaries, franchises restaurants under Applebee's Neighborhood Grill + Bar, IHOP and Fuzzy's Taco Shop brands. With over 3,500 restaurants combined in 18 countries and 354 franchisees as of December 31, 2023, Dine Brands is one of the largest full-service restaurant companies in the world. For more information on Dine Brands, visit the Company's website located at www.dinebrands.com.

The Guest Relations Specialist is the first point of contact to answer and resolve Applebee's and IHOP guest questions, complaints, issues and/or concerns. The Guest Relations Specialist provides answers and resolutions to guest questions, complaints, issues and/or concerns in a professional manner to assist in maintaining good guest relationships.

Responsibilities

Answer guest questions and settle guest complaints, concerns and issues in a professional manner.

• Accurately log and journalize guest calls, email correspondence, and other guest contact.

• Respond to emails, write letters, and recommend process improvements.

• Follow up with guests as needed.

• Perform data entry to set up and maintain informational records

• Perform other responsibilities as needed.

• Follow company policies, uphold professional standards, and perform all work in a manner respectful of others.

• Demonstrates effective customer service skills to answer guest questions or resolve guest problems in a timely manner; escalates call to senior specialists when necessary.

• Processes changes and updates to database information.

Skills & Requirements

• Actively working toward a college degree required; Bachelor's or Associates degree preferred

• Ability to master product knowledge quickly and adapt to product changes

• Ability to understand policy and promotion changes

• Strong multi-tasker:

• Ability to talk and type simultaneously without negatively impacting conversation or data-entry, capturing the essence of reason for guest contact

• Handle multiple screens and applications, including Microsoft Office applications

• Connect with guests over a hundred times per day

• High Emotional Intelligence:

• Talk with people from teenagers to senior citizens

• Work with customers who are expressing many different emotions

• Engage with people and represent the company well over the phone, email and social media

• Prior restaurant experience preferred

• Professional social media experience desired

• Experience in an inbound customer service call center desired

• Bilingual (Spanish) desired

• Ability to grow into higher roles

• Hourly Rate $20/hr

Equal Employment Opportunity Statement

Dine Brands Global strongly supports equal employment opportunity for all applicants regardless of race, color, religion, sex, gender identity, pregnancy, national origin, ancestry, citizenship, age, marital status, veteran status, physical disability, mental disability, medical condition, sexual orientation, genetic information, or any other status protected by federal, state, or local law. All employment is decided on the basis of qualifications, merit, and business need.

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